Job Description
We are seeking a customer-focused IT Support Technician to join our dynamic support team based in Stonehouse, Gloucestershire. As an IT Support Technician, you will be the first point of contact for our clients, troubleshooting and resolving technical issues while providing excellent customer service. You’ll have the opportunity to work with a range of IT systems and software, helping to ensure smooth and efficient operations for our clients.
This is an exciting opportunity for someone with a passion for IT support and customer service to make a real impact.
Key Responsibilities for IT Support Technician
-
Provide first-line support via Microsoft Teams chat and email to customers experiencing technical issues.
-
Troubleshoot hardware and software problems, offering practical solutions.
-
Log and manage tickets using our IT service management tool.
-
Use remote-control systems to connect and resolve technical issues for end users.
-
Escalate more complex issues to the 2nd Line Support team.
-
Document resolutions and create knowledge articles for future reference.
-
Ensure service-level agreements (SLAs) are met within designated timeframes.
Skills & Experience Required for IT Support Technician
-
Previous experience in IT support or customer service is a plus.
-
Strong problem-solving skills with excellent attention to detail.
-
Knowledge of Windows desktop and server operating systems.
-
Familiarity with Active Directory, Office 365, PowerShell, and other common IT applications.
-
Excellent communication skills and customer-centric attitude.
-
Ability to work well in a team and collaborate with colleagues.
Qualifications for IT Support Technician
-
IT-related certifications (e.g., CompTIA A+, ITIL Foundation) are beneficial but not required.
-
A relevant IT degree or equivalent experience is advantageous.
APPLY